We performed a comparison between BMC Helix Discovery and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The initial setup was quite easy."
"BMC provides great support. As managed service support, they are gold."
"The tool's accuracy of the results we receive looks promising in general. Its values are more than 95 percent accurate compared to other clients or different tools. I would say that Discovery offers a valuable mechanism to discover information."
"It is agentless, which means you don't have to install anything on all the different pieces of hardware that you are looking to discover."
"A valuable feature concerns the ability to integrate with different solutions."
"It now comes with a very flexible deployment solution, whether you want to keep it inside your data center or want to have the cloud, depending on if you're cloud forward or not."
"Accuracy and clarity are vastly improved for the service lines."
"The most valuable feature of the solution is its application dependency mapping."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"Freshservice's best feature is its user-friendliness."
"You can just register and within five to minute minutes, you are ready to go."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The overall functionality of the product is excellent."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"Ability to scan barcodes and a great search feature."
"The CMDB could be improved. Getting data from the CMDB is the greatest challenge."
"We would like updates more often."
"An area that can be improved is the IoT."
"What would make BMC Helix Discovery better is if it had more client-side discovery features, for example, printers and desktops. Right now, it's focused more on data center discovery, so if it had additional features focused on the client-side discovery, that would be great. In the next release of BMC Helix Discovery, I'd like more client-side discovery features such as desktop discovery, printer discovery, and other IP-based client-side discovery features. The solution can discover desktops and printers, but there's still room for improvement on the client side."
"It would be nice to see more updates to the solution."
"The solution is definitely useful."
"There are certain limitations in the mapping feature of the solution."
"The monitoring tools could be more stable."
"A chat bot needs to be added to the portal."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice could improve the integration with Microsoft Outlook."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
BMC Helix Discovery is ranked 2nd in IT Asset Management with 20 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Helix Discovery is rated 8.6, while Freshservice is rated 8.0. The top reviewer of BMC Helix Discovery writes "Definitely useful but the old technology makes customizations very difficult". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix Discovery is most compared with ServiceNow, BMC Remedy , Device42, ServiceNow Discovery and Qualys VMDR, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Helix Discovery vs. Freshservice report.
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